How to Manage Your Account

Because only you know when you are hungry we have made the account management process as easy as possible. To make changes to your account, simply log in with your username and password.

To guarantee the highest quality produce we need a little time to plan ahead. This is why we ask you to let us know by 11:59PM (Sydney time) the Wednesday before the following week's delivery.

Pausing Your Order

*The cut-off for any pauses, order restarts, address and box type changes made online is 11:59PM (Sydney time) on the Wednesday before the next delivery. Emails need to reach us by Wednesday 4PM (Sydney time).

Editing your Subscription and Account Info

To deactivate your account, click on Settings and then Deactivate my Subscription. Please note, if you have several boxes they must be deactivated separately.

Note: Fortnightly subscriptions always run from your original start date and it is not possible for you to change this pattern through our website. if you need to change your delivery interval, reach out to our Customer Care team.
Changes to your account will only take effect after your first delivery, so if you need to make a change to your first box, simply get in touch with us before our deadline to make the change for you. Get in touch via our Help Center.

Help

How it works

Are you a subscription service?

Yes, we are a weekly subscription service, but there is no minimum term, and you can change your deliveries to fit with your lifestyle. The cut-off for subscription adjustments (pauses, cancellations, order restarts, address and box type changes)
made through the online customer login is 11:59PM (Sydney time) on the Wednesday before your next delivery, and if you'd like Customer Care to make any changes on your behalf, please get in touch by 4PM Wednesday.
To find out more, go to Manage your subscription.

Is there a minimum subscription length?

Nope, there is no minimum term, just remember to login and make the changes to your account before Wednesday 11:59PM (Sydney time) the week prior to your next delivery. If you'd like Customer Care to make any changes on your behalf, please get in touch by 4PM Wednesday.

How do I deactivate my subscription?

Cancelling your subscription is easy. Just make sure to do so by the Wednesday prior to the delivery by 11:59PM (Sydney time) via your online account, or by 4PM if you'd like Customer Care to make the change on your behalf.

To cancel online yourself, just need to follow these steps:

1. Login to your online account and click on your name at the top right corner, and select Settings.

2. Scroll down and click on deactivate my subscription in the bottom right hand corner. Please note that if you also have a fruit box or multiple subscriptions, you will need to go through two cancellation processes- these can be navigated between using the green tabs above Subscription info at the top of the page, which are named based on the box type.

3. Follow the steps to cancel, which allows you to choose to deactivate right away or select a last delivery date.

4. Complete the short survey and let us know what you think of your HelloFresh experience!l

5. Once you complete the process, you will receive an email confirming your cancellation was successful. Please contact us if you do not receive an email confirming your cancellation, as it may not have been successful.

Can I put my subscription on pause?

Yes you can. If you're travelling or would like to hold your subscription for any reason, simply login to your account, and the 'My Deliveries' tab will load. From there, you can see a calendar on the top right of the page, clicking on this will take you to your 'Menu Overview', where you will see a calendar of your upcoming deliveries. Select the date you wish to pause and click 'Skip week', the date will then turn red.If you have more than one HelloFresh subscription, you will see both subscriptions in the calendar when you click on the date you wish to pause, so remember to skip all subscriptions if you don't wish to receive any deliveries on this day. Just make sure that you make these changes before Wednesday 11:59PM (Sydney time) prior to the following week's delivery, and if you'd like Customer Care to make any changes on your behalf, please get in touch by 4PM Wednesday. For detailed instructions go to How to Manage Your Account

How much will I be charged each week?

This will change depending on what box size and type you choose, so please refer here.
Delivery is usually free, or a small fee for premium delivery windows.

When will I be charged?

Once you sign up for your first HelloFresh box you will be charged right away. For all subsequent deliveries you will be charged after orders are confirmed and before orders are dispatched, usually on Thursday. Please allow a few days for the charge to show on your account. If the payment doesn't go through, you will be sent an invoice.

What happens if I receive an invoice?

Once you receive an invoice you must make payment according to the instructions on the invoice. We are unable to reattempt to charge your card for a delivery associated with an invoice that has been generated.

Manage your account

Can I change to another box?

You can always change your box type (Classic, Vegetarian or Family), number of meals, and number of people. Just login to your account, click on your name at the top of the screen and then 'Settings' and make your changes. If you have more than one subscription, for example, a meal box and a fruit box, you will need to manage these accounts separately. Just make sure you update your order before 11:59PM (Sydney time) Wednesday (Sydney time) prior to the following week's delivery, and if you'd like Customer Care to make any changes on your behalf, please get in touch by 4PM Wednesday..

What if I change my address?

Let us know as soon as you can. To update your delivery details, login to your account and click on your name at the top of the screen and then 'Settings' and make your changes. If you have more than one subscription, for example, a meal box and a fruit box, you will need to manage these accounts separately. Just make sure you update your order before 11:59PM Wednesday (Sydney time) prior to the following week's delivery, and if you'd like Customer Care to make any changes on your behalf, please get in touch by 4PM Wednesday. For detailed
instructions go to How to Manage your Account.

What if I change my credit card?

Just login to your account click on your name at the top of the screen and then 'Settings' and make your changes. If you have more than one subscription, for example, a meal box and a fruit box, you will need to manage these accounts separately. Just make sure you update your order before 11:59PM Wednesday (Sydney time) prior to the following week's delivery, and if you'd like Customer Care to make any changes on your behalf, please get in touch by 4PM Wednesday. For detailed instructions go to How to Manage your Account.
All future payments will be taken from the most recent details added to our system.

Deliveries

Where do you deliver?

We deliver to most suburbs in Brisbane, Sydney, Melbourne, Adelaide, Canberra and in Albury, Bendigo, Ballarat, the Gold Coast, Sunshine Coast Cairns, Townsville and the Southern Highlands. We are always expanding our delivery area, so if we don't deliver to you yet, check backhere for future updates!

When do you deliver?

Orders made before Wednesday 11:59PM (Sydney time) will be delivered the following week. If you head to the checkout and enter your postcode you can see a full list of the delivery window options in your area!

Can I request a specific delivery time?

We cannot commit to a smaller delivery window at this stage and each week our routes are carefully planned based on the deliveries we have to make to be as efficient as possible. When checking-out, you can provide us with instructions on what to do if you're not at home to accept your delivery. In fact, most of our customers are not present when we deliver their food. Some customers simply ask us to leave their HelloFresh box in front of their door, while others tell us to take their box to a helpful neighbour or the receptionist in their building. Whatever your personal circumstances, our friendly drivers will do their best to find a way to make HelloFresh work for you.

What if I’m not home to accept the delivery?

Don't worry if you're not in - all of our boxes are packaged using specialty insulation and environmentally friendly cooling agents in order to keep your groceries fresh (whatever the weather), provided you are able to transfer the contents to your fridge on the evening of your delivery.
If you will not be at home, we can leave it in a safe place nominated by you. Please leave specific delivery instructions on the checkout page for our drivers to follow and we can help ensure your box arrives safely! To update these instructions, login to your account and click on your name at the top of the screen and then 'Settings' and make your changes. If you have more than one subscription, for example, a meal box and a fruit box, you will need to manage these accounts separately. Just make sure you update your order before 11:59PM Wednesday (Sydney time) prior to the following week's delivery, and if you'd like Customer Care to make any changes on your behalf, please get in touch by 4PM Wednesday

My box didn’t arrive, what should I do?

Let us know. Email hello@hellofresh.com.au or call 02 8188 8722. We will make sure that your box gets delivered.

I am missing something from my delivery, what should I do?

Make sure to double check the full length of your delivery window as your box won't always arrive at the same time every week.
If your delivery window has ended, let us know. Email hello@hellofresh.com.au or call 02 8188 8722.

Ingredients and cooking

Can I choose my meals?

Not at this stage. We sell standard boxes with exactly the same content which allows us to buy, pack and deliver in a very efficient manner. This in turn allows us to offer our product at a good price. Our recipe satisfaction scores suggest
that our customers are very happy with us choosing their meals for them! And, you can always view the upcoming week's recipes here.

Do you cater for special dietary requirements?

Unfortunately not at this stage, since all our boxes have exactly the same content. However, the ingredients are separately packed and clearly labelled so there is the opportunity for you to omit or substitute offending
ingredients.

Do I need any other ingredients, such as salt or olive oil?

Yes, we assume you have a bit of a pantry. Things like oil, salt & pepper, and some of the best-known cooking condiments like soy sauce, white wine vinegar, mustard, and perhaps even an egg or a little milk. We will always let you know what
the assumed pantry items are a few days before your box gets delivered to give you enough time to stock up.

Where do you source your produce?

We provide our customers with fresh, high-quality ingredients while ensuring our suppliers get a good deal too! We’re proud to be buying from family-operated local businesses and will continue to do so as we grow. For more information about
our suppliers have a look here.

Do you have the nutritional value of each recipe?

All of our HelloFresh meals are designed to keep you fighting fit. Our recipes provide information on the amount of calories, carbohydrate, protein and saturated fat. If you would like any more information just get in touch with us anytime.